Accenture

Federal - Customer Experience Manager

3+ months agoArlington, VA

Organization: Accenture Federal Services

Location: Metro DC Only

We Are:

Accenture Federal Services, helping our federal clients tackle their toughest challenges while unleashing their fullest potential...and then some. What makes our approach so unique? Operating from the nation's capital, we bring together commercial innovation and leading-edge technologies to deliver an integrated and interactive experience that far exceeds expectations. How? Our passion meets purpose! Through our diverse culture and inclusive thinking, we embrace our employees' ideas taking them from concept to practical solutions. Not to mention, we sleep well at night knowing our work directly impacts and improves the way the world works. We keep our tech smarts sharp by providing abundant training and certification opportunities. Are you ready to learn and grow in a career, while making a difference?

You Are:

A Customer Experience (CX) practitioner with an understanding of the combined customer strategy and technologies key to enabling federal mission success. You understand the ins and outs of CX operating models and you're ready to apply your knowledge to help clients optimize and transform their customer experience organizations. You've led consulting engagements and understand what it takes to deliver success. Additionally, you are familiar with the selling process and you've contributed to proposals and solutions to help solve problems. Working in an agile, fast-paced environment energizes you, and you're at your best when contributing to a team. You're always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities.

The Work:

  • Customer Strategy & Segmentation - Imagine CX mission and vision for federal customers, with focus on understanding stakeholders and impacts
  • CX Operating Models - design and implement tailored operating models based on customer current state and future vision
  • Voice of the Customer - assess, propose, oversee design/ deployment of VOC solutions
  • Journey Mapping - Map customer journeys to visualize and present existing interactions and opportunities for improvement
  • Human Centered Design - Lead planning and execution of HCD discovery and design sessions to co-create customer-centric prototypes and solutions
  • CX Measurement - Design, implement, and optimize measurement methods and tools to derive insights that inspire client action
  • Organizational Change Management - strategic communications and training techniques that enable adoption and scale of CX initiatives
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Qualifications

Here's what you need:
  • Bachelor's Degree
  • 6+ years of strategy & CX consulting experience (preferably for Federal government clients)
  • Demonstrated career progression and increasing levels of responsibility
  • Microsoft Excel and Powerpoint skillset
Bonus points if you have:
  • Master's Degree in related field
  • Experience leading consulting teams and organizational transformations
  • Experience with Business Development activities
  • Experience implementing Voice of the Customer (VoC) tools such as Medallia or Qualtrics
  • Certifications (CX, HCD, PMP, etc)
Eligibility Requirements:
  • US Citizenship, no dual citizens
Important information:

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture Federal Services

Accenture Federal Services is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity:

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

An active security clearance or the ability to obtain one may be required for this role.

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement .

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

Job ID: AccentureInc-R00029887